Frequently asked questions (FAQ)


• If I am not at home, what will happen to my package?

If you're not at home, the postman will leave a note at your house, so you can pick it up at your local post office.

Sometimes the postman forgets this note, so if the package is late, you can always check yourself at the post office. You can contact us any time for the track & trace code if necessary.

Please ask your neighbours as well, because sometimes the postman delivers your package there.

Normally the package remains with the post office for 1 to 2 weeks before they send it back to us. Please make sure you pick it up in time. 

• Why have I not received my order yet?

You can see when and if your order is sent in your order overview. If a tracking code is available, you can also find this in your order overview.

Please take into account that, due to the current COVID-19 measures, our carriers and postal services may experience additional delays. Please be patient and know that as soon as you get an order confirmation email, we will have your order processed and sent out within 24 hours.
We advise you to frequently check your track & trace link for any updates.

If you have not received the package on time please check with your local post office before contacting us. Sometimes the postman also leaves your package at your neighbours.

• Will my package be sent discreetly?

Oh yes! All packages are packed and shipped discreetly. Your package will look like any other, generic package. Only your name (obligatory), address and a return address are visible on the outside.

• How fast is shipping to where I live?

An overview of our estimated shipping times per country can be viewed here.

Please note that we only prepare orders once the payment has been received. Your package is prepared within 1 working day after payment confirmation. Some payment methods are faster than others.

As of this moment, we will not be able to ship any orders to the following countries: Canada.

• Can I Track & Trace my package?

Yes, your order will be shipped as a parcel, you can trace it online from approximately 12 hours after shipment. To see the whereabouts of your parcel, go to your account and click on the order. Here you can click the Track & Trace link.


• How can I cancel my order?

If you haven’t paid for your order yet, you don't need to take further action. Unpaid orders will not be processed by us.

If you have already made the payment, contact Customer Support via this contact form (make sure you include your order code in this email).

• Why is the minimum order amount 15 euros?

The minimum order amount is 15 euros to cover our shipping and handling costs. For every order it takes some work to prepare and pack everything.

About a payment

• Can I pay by creditcard?

Credit card payments are not always available due to restrictions and regulations that we must commit to. If no credit card payment option is available during checkout, this means we cannot offer this at the moment.

• Have you received my payment?

Direct payment methods (for example iDEAL, credit card and Paysafe) are processed nearly immediately.

Other payment methods (for example bank transfer) need to be manually processed, which can take up to four business days. Including your Azarius order code in your bank transfer information helps us process your payment more quickly.

Your order will be shipped within one business day of payment confirmation. You'll receive email confirmation once your order has shipped.


• Which products can(not) be shipped to my country?

First, check if your location is correctly set in the upper right corner of our website.

As is stated in our terms & conditions: all of our products can be sold legally in the Netherlands by smartshops. If we know that a product is not legal in another country, we won’t ship it to that country. You can visit the product page, but you won’t be able to order the product. These shipping restrictions are indisputable; we do not make exceptions.

Furthermore, we do not ship to a number of countries for other reasons: shipping or customs difficulties, restrictions imposed by our payment providers. These restrictions are indisputable too.

• There is something wrong with the product you sent me, can I send it back?

Yes we have a money-back guarantee. You can send back any product that happened to be of unsatisfactory quality within 14 days. If possible, please send the product in the original packaging.

We will fully refund the product including the shipment costs. Please contact us as soon as possible when you want to send back products. For more information, please read our Return policy.



• In what language can I email Customer Support?

We can answer your emails in English, French, German, Italian, Spanish and of course, Dutch.



• Do you have a shop in Amsterdam?

Yes, we have an Azarius store in Amsterdam. It is located at Kerkstraat 119, just a few minutes from the Leidseplein.

Directions, opening hours and more information can be found here.

• Your website does not work?

Our website does not function correctly if your browser does not accept cookies.

Please enable the cookies in `Internet options` of your browser (Internet Explorer, Firefox etc.). This way you can put products in your cart.

In Internet Explorer click on Tools -> Options and then select the Privacy options tab. The privacy settings have to be Medium-High or less for the Azarius website to function correctly.

Another reason for this problem could be a firewall like ZoneAlarm. Please adjust your privacy settings in this Firewall before using the website.

• Why is my email not answered?

If for some reason you do not receive emails from us please check your spambox to see if our email ended up there.

Due to the current COVID-19 pandemic, our customer service team is understaffed and facing higher volumes of inquiries. This will result in longer response time for your questions than you're used to.


Bank details

• What are your bank details?

This is the information you need:

Dutch ABN Amro account

IBAN: NL09 ABNA 0408 8750 89

Account holder's name:

ARI Logistics BV
Postbus 3458
1001AG Amsterdam
The Netherlands

Address Bank:

ABN AMRO International Services B.V.
Gustav Mahlerlaan 10
1082 PP Amsterdam


My account

• Can I change my email address?

Yes. After logging in, go to [My Account] and click on [Edit Profile]. Here you can set a new email address. A confirmation will be sent to your new address to verify it. Click on the link in the verification email to activate the new email address.

If you want to unsubscribe to our newsletter please click on unsubscribe at the bottom of any newsletter you receive from us.

• I forgot my password

If you forgot your password we can email you a new one. You can request this new password by going to the login page and clicking on 'forgot password'. We will ask you for your email address and your zip code and will send you an email with your new password.

If you do not get this email it’s always good to check your spam box. If it's not there, please contact customer service.

• I am not able to log in

Our website does not function correctly if your browser does not accept cookies.

Please enable the cookies in the internet options of your Internet browser. This would probably fix your login problem.

In Internet Explorer click on Tools -> Options and then select the Privacy options tab. The privacy settings have to be Medium-High or less for the Azarius website to function correctly.

If you forgot your password, you can get a new one through our website. You can do this by trying to login, which will present the option "forgot password". Click on that and a new password will be sent to you.

If the problem persists: sometimes it helps to remove all cookies and restart the browser.